Title: Knowledge Management
1CHAPTER 9
2Knowledge Management
- Ancient
- Collaboration at the organizational level
- Could revolutionize collaboration and computing
39.1 Opening Vignette Knowledge Management Gives
Mitre a Sharper Edge
- Mitre - knowledge management system (KMS) to
leverage organizational knowledge effectively
throughout the organization - Internal marketing during development
- Supported at the highest level
- Provided an important application
- Organizational culture shift was critical
- Saved 54.91 million / invested 7.19 million
49.2 Knowledge Management
- Leverages intellectual assets
- Delivers appropriate solutions to anyone,
anywhere - Good managers have always done this
- Ancient concept
5Knowledge Management
- Helps organizations
- Identify
- Select
- Organize
- Disseminate
- Transfer
- Important information and expertise within the
organizational memory in an unstructured manner
6Knowledge
- As a form of capital,
- must be exchangeable among persons, and
- must be able to grow
7Knowledge Management
- Requires a major transformation in organizational
culture to create a desire to share
89.3 Knowledge
- Information that is contextual, relevant, and
actionable - Knowledge is INFORMATION IN ACTION
- Higher than data and information
9Data, Information and Knowledge
Relevant and actionable
Processed
Data
INFORMATION
KNOWLEDGE
Relevant and actionable data
10Knowledge Types
- Advantaged knowledge
- Base knowledge
- Trivial knowledge
- Explicit knowledge
- Tacit knowledge
11Explicit Knowledge
- Objective, rational, technical
- Easily documented
- Easily transferred / taught / learned
12Tacit Knowledge
- Subjective, cognitive, experiential learning
- Hard to document
- Hard to transfer / teach / learn
- Involves a lot of human interpretation
13The SECI model
14Knowledge Has
- Extraordinary leverage and increasing returns
- Fragmentation, leakage, and the need to refresh
- Uncertain value
- Uncertain value sharing
159.4 Organizational Learning and Organizational
Memory
- Group memory
- Learning
- The learning organization
- Organizational memory
- Organizational learning
- Organizational culture
16Organizational Memory
- Individual wells
- Information well
- Culture well
- Transformation well
- Structural well
- Ecology well
17Organizational Learning Focuses
- Knowledge source
- Product-process focus
- Documentation mode
- Dissemination mode
- Learning focus
- Value chain focus
- Skill development focus
18Organizational Culture
- Culture is a pattern of shared basic assumptions
- Most important aspect of KM success
- Why dont people share knowledge?
199.5 Knowledge Management (KM)
- A process of elicitation, transformation, and
diffusion of knowledge throughout an enterprise
so that it can be shared and thus REUSED - Helps organizations find, select, organize,
disseminate, and transfer important information
and expertise - Transforms data / information into actionable
knowledge to be used effectively anywhere in the
organization by anyone
20How Core Competency is Linked to Explicit and
Tacit Knowledge
21KM Objectives
- Create knowledge repositories
- Improve knowledge access
- Enhance the knowledge environment
- Manage knowledge as an asset
22KMS Manage
- Knowledge creation through learning
- Knowledge capture and explication
- Knowledge sharing and communication through
collaboration - Knowledge access
- Knowledge use and reuse
- Knowledge archiving
23Knowledge Repository
- Not a database
- Not a knowledge base (like for ES)
- A collection of internal and external knowledge
24Knowledge Repository Types
- External
- Structured internal knowledge
- Informal internal knowledge
25KM Activities
- Externalization
- Internalization
- Intermediation
- Cognition
26Integration of organizational elements through a
knowledge management system
Organization s store of individual and
collective experiences, learning, insights,
values, etc.
KMS
Organizational information technology
infrastructure
Organizational culture
27KMS Features
- Create a knowledge culture
- Capture knowledge
- Generate knowledge
- Explicate (and digitize) knowledge
- Share and reuse knowledge
- Renew knowledge
28Cyclic Model of KM
- Create knowledge
- Capture knowledge
- Refine knowledge
- Store knowledge
- Manage knowledge
- Disseminate knowledge
29Cyclic Model of KM
Capture Knowledge
Refine Knowledge
Create Knowledge
Disseminate Knowledge
Store Knowledge
Manage Knowledge
30KM Examples
- Mitre
- Dow Chemical Company
- Xerox
- Chrysler
- Monsanto
- Chevron
- Buckman Laboratories
- KPMG
- Ernst Young
- Arthur Andersen
- Andersen Consulting
31Why Adopt KM
- Cost savings
- Better performance
- Demonstrated success
- Share Best Practices
- Competitive advantage
329.6 Chief Knowledge Officer (CKO)
- Maximize firms knowledge assets
- Design and implement KM strategies
- Effectively exchange knowledge assets
- Promote system use
339.7 KM Development
- Need a knowledge strategy
- Identify knowledge assets
34KM Development
- Identify the problem
- Prepare for change
- Create the team
- Map out the knowledge
- Create a feedback mechanism
- Define the building blocks
- Integrate existing information systems
35Strategies for Successful KM Implementation
- Establish a KM methodology
- Designate a pointperson
- Empower knowledge workers
- Manage customer-centric knowledge
- Manage core competencies
36More Strategies
- Foster collaboration and innovation
- Learn from best practices
- Extend knowledge sourcing
- Interconnect communities of expertise
(communities of practice) - Report the measured value of knowledge assets
379.8 KM Methods, Technologies, and Tools
- Email or messaging
- Document management
- Search engines
- Enterprise information portal
- Data warehouse
- Groupware
- Workflow management
- Web-based training
- Others
38How to KM
- Integrate the technologies to manage knowledge
effectively
39KM Tool Categories
- Information architecture
- Technical architecture
- Application architecture
40KM Software
- Knowware still developing but
- DecisionSuite
- Wincite
- DataWare
- KnowledgeX
- Knowledge Share
419.9 KM Success
- Economic performance
- Technical and organizational infrastructure
- Standard, flexible knowledge structure
- Knowledge-friendly culture
- Clear purpose and language
- Change in motivational practices
- Multiple channels for knowledge transfer
- Worthwhile level of process orientation
- Nontrivial motivational encouragement
- Senior management support
42Measuring Success
- Balanced Scorecard
- Skandia Navigator
- Economic Value Added
- Inclusive Valuation Methodology
43KM Failure Causes
- Unclear definition of knowledge
- Overemphasis on knowledge stock, not flow
- Belief that knowledge exists outside peoples
heads - Not recognizing the importance of managing
knowledge - Failure to manage tacit knowledge
44More Failure Causes
- Failure to disentangle knowledge from its uses
- Downplaying reason and thinking
- Focusing on the past and present, not the future
- Failure to recognize the importance of
experimentation - Substituting technology contact for human
interface - Overemphasis on measuring knowledge, not its
outcomes
459.10 KM and AI
- Can use AI in KM
- Can use KM in AI
- Data mining can create knowledge
469.11 Electronic Document Management
- A KM for documents
- Everyone is on the same page
- Documents are up to date
- Simple example corporate phonebook
- Lower costs
- Better performance
479.12 KM The Future
- Not a fad
- Impact is immense
- Research on organizational culture
- How to do each step
- Are they the right steps?
48Knowledge Management
- The definition is clear
- The concepts are clear
- The challenges are
- Clear
- Surmountable
- The benefits are clear (and can be huge)
- The tools and technologies are viable
49Knowledge ManagementKey Issues
- Organizational culture
- Executive sponsorship
- Measuring success
- The future Comprehensive standardized KM packages
50Knowledge Management
- The wise see knowledge and action as one
(Bhagvad Gita) - Intelligent organizations recognize that
knowledge is an asset, perhaps the only one that
grows over time, and when harnessed effectively
can sustain the ability to continuously compete
and innovate.
51Case Applications
- 9.1 Chryslers New Know-Mobiles
- 9.2 Knowledge the Chevron Way